Review of Mr. Chewy: Update

I felt it was necessary to update my review of Mr. Chewy after dealing with their customer service last night (spoiler alert- their customer service is REALLY GOOD). I mentioned in my last review that I ordered dehydrated food from The Honest Kitchen in an attempt to find something that would agree with Pearl’s sensitive stomach and address some of her allergy symptoms. However, my dog, who will normally eat anything (except for rabbit meat), did not want to eat it. So, I called Mr. Chewy. On the website, Mr. Chewy’s policy states that they will “happily accept packages within 365 days of the sale date and we’ll give you a complete refund. Oh ya, we’ll also pay for the return shipping. All we ask is that the product is not used or expired, is in the same condition you received it and is in the original box and/or packaging.” I had already opened the bag and used some of it, so I was not expecting to be able to return it. But because people may use Mr. Chewy to buy and try new food that is not available to them locally, I figured that this was not a totally unique problem and that it couldn’t hurt to call and see what they could do for me.

When I called their 24/7 customer service line, the phone was answered quickly by a real (and friendly) person who addressed my questions. I was told to donate the leftover food to a shelter or rescue organization that could use it and they would give me a full refund. I did not even have to send back the opened food. This goes above and beyond what I was expecting them to do, since really I should have known better than to buy a new and expensive food without getting a sample or at least a smaller bag first. And since they were so pleasant to deal with and so accommodating, I really wanted to share this part of my experience. I am definitely planning to order from Mr. Chewy again and am even more confident in recommending them to others.

Next time, order me something tasty, ok?

If you look on their website, Mr. Chewy states that they want you to be “delighted, enchanted, blown away, jubilant, thrilled, ecstatic, tickled pink, euphoric, overjoyed, pleasantly surprised, elated, flying high, excited, and definitely over the moon about your experience with us.” I have to say that I laughed when I first read this but, after this experience, I truly am very impressed and can tell that they take this policy to heart.

P.S. Just a reminder, if you use my discount code, PEAR5654, on your first order, you can save 10% on your order and Mr. Chewy will donate $10 to Best Friends Animal Society.

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About Pearl the Puppy

Pearl is just over 40 lbs of energy mixed with a pinch of crazy. We adopted her in March 2011 from a St. Louis rescue organization called Impact for Animals (now Pet Rescue Network). We are unsure about her age, but we are guessing she was born in Fall 2010. Her background is anybody's guess, but we are pretty sure that she has at least some sighthound in her. She's a whole lot of trouble but a whole lot of fun.

8 thoughts on “Review of Mr. Chewy: Update

  1. Wow – that really is ‘service’!!! Really glad you shared this info. with the rest of us – I think my Mum may well use Mr Chewy – yum yum!!

    Hope you’re having a fun day,

    Your pal Snoopy :)

  2. Just placed my first order with Mr.Chewy.com I need to get flea/tick prevention for my two cats before taking them down to Florida, where they will be staying at my son’s house, where two other cats abide and have some problems with fleas. Absolutely do NOT want my babies getting infested! Thanks for the PROMO code, which I did use and got an additional $6.80 off my order!

  3. Fed Ex split my 3rd order and delivered the second part late and tampered with. I had just given Mr. Chewy rave reviews and I was not happy. Customer service refunded my money in full, and sent my next order free. I was floored! How kind!

  4. Unfortunately, after my 4th order yesterday, I sent this email to their offices:

    Dear “Chewy”,

    First of all, I gave your company a stellar review and I want it deleted. I gave this AFTER the first delivery. The second was good too. I got what I paid for. The 3rd and 4th where not worthy of my review. I was compensated when I complained. I was not looking for that though. All I want is to get what I pay for. Just deliver what I order. I will pay you for same. That’s all I ask. If its not a 1-2 day delivery, say so. If advertised items can be out of stock say “items may not be available as stated and will delay your delivery”.

    I love the products but 50% of the time, your service is not good.

  5. LOVE mr Chewy! been ordering from them for over a year. Absolutely no complaints , amazing costumer service. The have my card on file, i just call, tell them what i want and thats it, a 2 minutes call.

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